Team Lead (Lynnfield, MA)

RESPONSIBILITIES:

Sales Leadership + Accountability * Drive sales by leading the team to meet and exceed daily revenue and metric-based goals. * Support the execution of showroom key performance metrics, including sales targets, conversion rates, UPT, and average order value (AOV). * Assist in managing customer appointments and walk-in traffic to maximize sales opportunities.

• Hold team members accountable for achieving personal and team-based KPIs.
• Provide guidance and coaching to team members in the moment to enhance

performance and customer interactions. * Actively contribute to building relationships with high-value clients and ensure their needs are met with the highest level of service. Operational Excellence * Assist with daily operational tasks, including floor management, staff scheduling, and ensuring smooth workflow. * Serve as the acting leader on the sales floor during the absence of the Showroom Manager. * Maintain a seamless customer experience by ensuring operational tasks are completed efficiently and effectively.

• Solve customer issues with professionalism and a solution-oriented mindset.
• Bring forward feedback and ideas to improve showroom operations and

merchandise presentation. * Oversee opening and closing procedures, ensuring the showroom is prepared for daily operations and secured at the end of the day. * Perform routine checks to ensure all operational and safety standards are met during opening and closing. Fittings and Alterations * Conduct accurate fittings and pinning sessions to ensure garments meet customer expectations for fit and comfort. * Manage and complete customer appointments efficiently, ensuring all alterations and fittings are performed in a timely manner. * Oversee the fitting process by holding the team accountable for quality and efficiency. * Collaborate with tailors and alteration specialists to communicate customer requirements effectively. * Educate customers on the fitting process and set clear expectations for alterations and delivery timelines. * Maintain a high level of attention to detail during fittings to uphold the brand’s quality standards. People Development * Support the onboarding and training of new Style Guides, ensuring they understand key processes, metrics, and customer service standards. * Mentor and guide team members to ensure consistent delivery of exceptional customer experiences. * Foster a positive, collaborative team environment that aligns with company values. * Provide ongoing feedback and encouragement to team members, promoting growth and accountability. Customer Experience * Lead by example in delivering a seamless and unforgettable customer experience. * Ensure all customer appointments and interactions reflect the brand’s commitment to exceptional service. * Manage escalated customer concerns with tact, urgency, and a focus on delivering positive outcomes. * Uphold and model Indochino’s customer experience standards both online and offline. Entrepreneurial/Be a Business Owner Mindset * Identify and act on opportunities to improve showroom performance and customer satisfaction. * Contribute innovative ideas to enhance the showroom’s operations, sales strategies, and team engagement. * Act as a subject matter expert on fit, product knowledge, and customer experience.

REQUIREMENTS:

* 1+ years of retail or customer service experience, preferably in fashion or a customer-focused environment.

• Proven ability to meet and exceed sales targets and KPIs.
• Strong leadership and mentorship skills with a collaborative approach.
• Excellent interpersonal and communication skills.
• Keen understanding of menswear products, fit, and tailoring processes.
• Ability to remain calm under pressure and lead a team during high-energy

situations. * Self-starter with a solution-oriented mindset and the ability to adapt to changing priorities.

• Strong proficiency in iOS and MS Office applications.
• Ability to work a flexible schedule, including evenings and weekends, based

on showroom needs.

WHY WORK AT INDOCHINO:

* Growth Opportunities: Gain valuable leadership experience in an entry-level management role with opportunities to advance within the company. * Collaborative Environment: Work alongside talented and passionate team members who support each other to succeed. * Impactful Work: Contribute to a growing retail department and help shape the future of Indochino. * Customer Focused: Join a company that values exceptional service and empowers its team to deliver unforgettable experiences. Compensation Range: $19-$23